U.S. patent application number 14/290291 was filed with the patent office on 2014-09-18 for service context.
This patent application is currently assigned to BMC SOFTWARE, INC.. The applicant listed for this patent is BMC SOFTWARE, INC.. Invention is credited to Simon J. KING, Vincent J. KOWALSKI, Tamar SHOR.
Application Number | 20140278824 14/290291 |
Document ID | / |
Family ID | 47362689 |
Filed Date | 2014-09-18 |
United States Patent
Application |
20140278824 |
Kind Code |
A1 |
KOWALSKI; Vincent J. ; et
al. |
September 18, 2014 |
SERVICE CONTEXT
Abstract
According to one general aspect, a method may include displaying
a user interface associated with the application. The user
interface may provide a selection of a business service that is
implemented within an Information Technology (IT) environment by at
least one server and at least one business application executing on
the at least one server. The method may include requesting a
service status for the business service based on the selection, and
receiving a database result regarding the business service from a
database server. The database result may include performance
information associated with the business service. The method may
include displaying the service status as a user interface element
viewable within the user interface of the application. The service
status may provide the performance information that has been
received within the database result.
Inventors: |
KOWALSKI; Vincent J.;
(Houston, TX) ; KING; Simon J.; (Redwood City,
CA) ; SHOR; Tamar; (Tel Aviv, IL) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
BMC SOFTWARE, INC. |
Houston |
TX |
US |
|
|
Assignee: |
BMC SOFTWARE, INC.
Houston
TX
|
Family ID: |
47362689 |
Appl. No.: |
14/290291 |
Filed: |
May 29, 2014 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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13432888 |
Mar 28, 2012 |
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14290291 |
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13169846 |
Jun 27, 2011 |
8745040 |
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13432888 |
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Current U.S.
Class: |
705/7.38 |
Current CPC
Class: |
G06F 16/248 20190101;
G06Q 10/0639 20130101; G06Q 10/00 20130101 |
Class at
Publication: |
705/7.38 |
International
Class: |
G06Q 10/06 20060101
G06Q010/06 |
Claims
1. A method for providing a service status, the method being
performed by at least one processor, the method comprising:
displaying, by a computing device executing an application, a user
interface associated with the application, the user interface
providing a selection of a business service that is implemented
within an Information Technology (IT) environment by at least one
server and at least one business application executing on the at
least one server; requesting, by the computing device, a service
status for the business service based on the selection; receiving,
by the computing device, a database result regarding the business
service from a database server, the database result including
performance information associated with the business service; and
displaying, by the computing device, the service status as a user
interface element viewable within the user interface of the
application, the service status providing the performance
information that has been received within the database result.
2. The method of claim 1, wherein the service status includes an
arrangement of fields providing information about the business
service, at least one of the fields displaying the performance
information, the application including a first application
associated with a first user interface and a second application
associated with a second user interface, the second user interface
being different than the first user interface, wherein the
arrangement of the fields within the service status is displayed in
a same manner when display in context of the first user interface
or the second user interface.
3. The method of claim 1, wherein the displayed user interface
element of the service status is integrated within the user
interface associated with the application.
4. The method of claim 1, wherein the service status provides
information that is not provided by the application alone.
5. The method of claim 1, further comprising: displaying, by a
secondary computing device executing a secondary application, a
user interface associated with the secondary application, the user
interface of the secondary application providing a selection of the
business service; requesting, by the secondary computing device, a
service status for the business service based on the selection; and
displaying, by the secondary computing device, the service status
as a user interface element viewable within the user interface of
the secondary application, the service status displayed by the
secondary computing device being equivalent to the service status
displayed by the computing device.
6. The method of claim 1, further comprising: receiving, by the
computing device, a request to display more detailed information
regarding the business service based on an interaction with the
user interface element of the service status; and displaying, by
the computing device, the more detailed information within the user
interface element of the service status or a separate user
interface element.
7. The method of claim 1, wherein the performance information
includes calculated performance metrics associated with one or more
configuration items of the business service.
8. The method of claim 1, wherein the computing device is a mobile
computing device.
9. A computing device comprising: at least one processor; a
non-transitory computer-readable medium storing instructions that
when executed by the at least one processor are configured to
implement: an application configured to provide a user interface,
the user interface providing a selection of a business service that
is implemented within an Information Technology (IT) environment by
at least one server and at least one business application executing
on the at least one server; and a network interface unit configured
to request a service status for the business service based on the
selection, the network interface unit configured to receive a
database result regarding the business service from a database
server, the database result including performance information
associated with the business service, wherein the service status is
displayed as a user interface element viewable within the user
interface of the application, the service status providing the
performance information that has been received within the database
result.
10. The computing device of claim 9, wherein the service status
includes an arrangement of fields providing information about the
business service, at least one of the fields displaying the
performance information, the application including a first
application associated with a first user interface and a second
application associated with a second user interface, the second
user interface being different than the first user interface,
wherein the arrangement of the fields within the service status is
displayed in a same manner when display in context of the first
user interface or the second user interface.
11. The computing device of claim 9, wherein the displayed user
interface element of the service status is integrated within the
user interface associated with the application.
12. The computing device of claim 9, wherein the service status
provides information that is not provided by the application
alone.
13. The computing device of claim 9, wherein the user interface
element of the service status receives a request to display more
detailed information regarding the business service, wherein the
more detailed information is displayed within the user interface
element of the service status or a separate user interface
element.
14. The computing device of claim 9, wherein the performance
information includes calculated performance metrics associated with
one or more configuration items of the business service.
15. The computing device of claim 9, wherein the computing device
is a mobile computing device.
16. A computer program product being tangibly and non-transitorily
embodied on a non-transitory computer-readable medium and including
executable code that, when executed, is configured to cause a
mobile computing device to: display a list of business services on
a mobile computing device; receive a selection of a business
service from the list of business services; transmit a service
status for the selected business service to a database server;
receive a database result regarding the business service from the
database server, the database result including performance
information associated with the business service; and display the
service status as a user interface element on the mobile computing
device, the service status providing the performance information
that has been received within the database result.
17. The computer program product of claim 16, further comprising:
display a secondary user interface element on the mobile device
that displays a list of additional service statuses that are
associated with the selected business service.
18. The computer program product of claim 16, further comprising:
receive a request to display more detailed information regarding
the business service based on an interaction with the user
interface element of the service status; and display the more
detailed information within the user interface element of the
service status or a separate user interface element.
19. The computer program product of claim 16, wherein the
performance information includes calculated performance metrics
associated with one or more configuration items of the business
service.
20. The computer program product of claim 16, wherein the
performance information indicates a number of incidents associated
with the selected business service, and upon selection of an
incident, provides a level of severity associated with the
incident.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of and claims priority to
application Ser. No. 13/432,888, filed Mar. 28, 2012, entitled
"Mobile Service Context", which is a continuation-in-part of and
claims priority to application Ser. No. 13/169,846, filed on Jun.
27, 2011, entitled "Service Context". The subject matter of these
earlier filed applications are hereby incorporated by reference in
their entirety.
TECHNICAL FIELD
[0002] This description relates to business computing, specifically
the collection and display of information related to a business
service.
BACKGROUND
[0003] Business service management (BSM) is generally a methodology
for monitoring and measuring information technology (IT) services
from a business perspective. Often, BSM includes a set of
management software tools, processes and methods to manage the IT
of a business or businesses. BSM tools are generally designed to
help IT organizations view and manage technology environments, in
order to better support and maintain the main services they provide
to the business.
[0004] Generally, businesses execute or run a number of
applications or systems (e.g., computers, etc.). Often these
applications may collect or have access to different types of data.
For example, an email system may include an email server
application which is executed by one or more physical computers or
servers. In such an example, a Help-Desk application may collect or
access data referring to various user's experiences and troubles
with an email system. Conversely, the email server application
itself my collect or access data regarding how the email system
processes emails (e.g., user not found errors, failure to deliver
errors, number of emails sent, etc.). A third business application
may monitor the system resources (e.g., processor load, memory
utilization, network bandwidth, etc.) used by the physical computer
or computes executing the email server application.
[0005] Traditionally, these pieces of information may be dispersed
across various IT or business applications. As such, a traditional
BSM set of management tools may not be able to provide a user or
BSM software with a full view of the status or health of the email
system. Generally, an application, even a BSM application, may only
access data that is accessible by that application. Therefore, the
Help-Desk application, in a traditional environment, would not be
able to access the data collected by the email server application
(e.g., user not found errors, etc.) or the system resource
monitoring application (e.g., network load, etc.). As a result, a
user of the Help-Desk application would have a limited view or
understanding of the state or status of the email system. Such
issues may occur for other IT applications.
SUMMARY
[0006] According to one general aspect of the disclosed subject
matter, a method may include requesting, from a database and by a
program executing on a mobile computing device, at least a portion
of a business service context regarding a business service. The
method may also include receiving, from the database, an aggregated
database result regarding the business service. The aggregated
database result may include the requested business service context
and wherein the business service context includes information from
a plurality of applications. The method may also include
displaying, via the mobile computing device, at least a portion of
the information included by the business service context.
[0007] According to another general aspect of the disclosed subject
matter, a mobile computing device may include a microprocessor, a
network interface, and a monitor. The microprocessor may be
configured to execute a software application. The network interface
may be configured to request, at the instruction of the software
application executing via the microprocessor, at least a portion of
a business service context regarding a business service, and
receive, from the database, an aggregated database result regarding
the business service, wherein the aggregated database result
includes the requested business service context and wherein the
business service context includes information from a plurality of
applications. The monitor may be configured to display at least a
portion of the information included by the business service
context.
[0008] According to another general aspect of the disclosed subject
matter, a computer program product for the collection and display
of information related to a business service may be tangibly and
non-transitorily embodied on a computer-readable medium. The
computer program may include executable code that, when executed,
is configured to cause a mobile computing apparatus to: request,
from a database, at least a portion of a business service context
regarding a business service; receive, from the database, an
aggregated database result regarding the business service, wherein
the aggregated database result includes the requested business
service context and wherein the business service context includes
information from a plurality of applications; and display, via the
mobile computing device, at least a portion of the information
included by the business service context.
[0009] The details of one or more implementations are set forth in
the accompanying drawings and the description below. Other features
will be apparent from the description and drawings, and from the
claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0010] FIG. 1 is a block diagram of an example embodiment of a
system in accordance with the disclosed subject matter.
[0011] FIG. 2 is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0012] FIG. 3 is a block diagram of an example embodiment of a
system in accordance with the disclosed subject matter.
[0013] FIG. 4a is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0014] FIG. 4b is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0015] FIG. 4c is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0016] FIG. 5a is a block diagram of an example embodiment of a
system in accordance with the disclosed subject matter.
[0017] FIG. 5b is a block diagram of an example embodiment of a
user interface in accordance with the disclosed subject matter.
[0018] FIG. 6 is a flow chart of an example embodiment of a
technique in accordance with the disclosed subject matter.
[0019] FIG. 7 is a flow chart of an example embodiment of a
technique in accordance with the disclosed subject matter.
[0020] FIG. 8 is a block diagram of an example embodiment of a
system in accordance with the disclosed subject matter.
[0021] FIG. 9 is a flow chart of an example embodiment of a
technique in accordance with the disclosed subject matter.
[0022] FIG. 10a is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0023] FIG. 10b is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0024] FIG. 10c is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0025] FIG. 10d is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0026] FIG. 10e is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0027] FIG. 10f is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0028] FIG. 10g is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0029] FIG. 10h is a diagram of an example embodiment of a user
interface in accordance with the disclosed subject matter.
[0030] FIG. 11 is a flow chart of an example embodiment of a
technique in accordance with the disclosed subject matter.
[0031] Like reference symbols in the various drawings indicate like
elements.
DETAILED DESCRIPTION
[0032] FIG. 1 is a block diagram of an example embodiment of a
system 100 in accordance with the disclosed subject matter. In one
embodiment, the system 100 may include an apparatus 102 that is
used or operated by a user 190, a database (DB) server or system
104, and one or more business application servers 106. In various
embodiments, the apparatus 102 may include a traditional computer
(e.g., a desktop, laptop, netbook, etc.) or a non-traditional
computing device (e.g., smartphone, tablet, thin client, computer
terminal, etc.). It is understood that, while three business
application servers 106 are illustrated, the disclosed subject
matter is not limited to any number of such devices. Further, it is
understood that the devices 102, 104, and 106 may include
instantiations of such devices included in a virtual or modular
environment (e.g., a blade server system, virtual machines,
etc.).
[0033] In this context, the term "business service" refers to a
software application or a computing device operated within an
Information Technology (IT) environment. In one embodiment, the a
business service may include software applications, such as, for
example, an email server, a file server, a Help-Desk application, a
customer relationship management (CRM) application, an automation
application, etc. In another embodiment, a business service may
include computing devices, such as for example, a business
application server 106, a blade server executing a plurality of
business applications, a server pool executing one or more
instances of a business application (e.g., a web server, etc.),
computing devices issued to employees or users 190, etc. It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited.
[0034] In this context, the term "business application" refers to a
business service that is a software application or, more
colloquially, an application (e.g., a Help-Desk application, a
sales automation application, etc.). In this context, the term
"business server" or "business application server" refers to a
computing device that executes a business application (e.g., a
server pool, a blade server, etc.).
[0035] In the illustrated embodiment, a user 190 may operate, use
or control an apparatus or computing device 102. In various
embodiments, the computing device 102 may include a processor 112
configured to execute a stream or machine executable instructions
(e.g., operating system 118, application 120, etc.).
[0036] The computing device 102 may include a memory 114 configured
to store data and/or instructions. In various embodiments, the
memory 114 may include volatile memory, non-volatile memory, or a
combination thereof. The memory 114 or portions thereof may be
configured to store data in a temporary fashion (e.g., Random
Access Memory (RAM), etc.) as part of the execution of instructions
by the processor 112. The memory 114 or portions thereof may be
configured to store data in a semi-permanent or long-term fashion
(e.g., a hard drive, solid-state memory, flash memory, optical
storage, etc.).
[0037] In various embodiments, the computing device 102 may include
one or more network interfaces 116 configured to communicate with
other devices (e.g., server 104, etc.) via a communications
network. In various embodiments, this communications network may
employ wired (e.g., Ethernet, Fibre Channel, etc.) or wireless
(e.g., Wi-Fi, cellular, etc.) protocols or standards or a
combination thereof.
[0038] In one embodiment, the computing device 102 may include an
operating system (OS) 118 that may be executed by the processor
112. In such an embodiment, the OS 118 may be configured to act as
an intermediary between application programs (e.g., application
120, etc.) and the computer hardware (processor 112, network
interface 116, etc.). However, the application may be executed
directly by the hardware and may frequently call the OS 118 or be
interrupted by it.
[0039] In various embodiments, the computing device 102 may include
or execute an application 120. In various embodiments, the
application 120 may include a BMC software application and may be
executed by the processor 112 in conjunction with the OS 118. In
one embodiment, the computing device 102 may also include other
applications (not shown).
[0040] In one embodiment, the user 190 may desire to view or access
information regarding a particular business service (e.g., one of
the business application server 106, one of the business
applications 180, etc.). In such an embodiment, the user 190 may
request the display of a business service context user interface
element 122. In this context, the terms "business service context"
and "service context" are synonymous.
[0041] FIG. 2 is a diagram of an example embodiment of a user
interface (UI) 200 in accordance with the disclosed subject matter.
In the illustrated embodiment, the UI 200 may be the main or a
portion of the UI for an application executing on a computing
device (e.g., application 120 of FIG. 1). In the illustrated
embodiment, the application may be an IT Service Management (ITSM)
application. However, in various embodiments, the service context
may be launched or displayed within any tool or application (e.g.,
ITSM, BMC ProactiveNet Performance Management (BPPM), etc.). It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited.
[0042] In this example embodiment, the user may desire to see or
access information regarding a particular business service. In the
illustrated embodiment, the user has selected to display a service
context for business service 202.
[0043] In one embodiment, the user may right-click on the UI
element 202 associated with the desired business service (e.g., an
Electronic Product Distribution (EPD) business service, etc.). This
may bring up a context menu, from which the user may select to
display a service context associated with the selected business
service. In another embodiment, an icon or button may bring up the
service context. In yet another embodiment, other UI means or forms
of interaction (e.g., gestures, hyperlinks, etc.) may be employed
to indicate a user's request to display the service context of the
selected business service. It is understood that the above are
merely a few illustrative examples to which the disclosed subject
matter is not limited.
[0044] In various embodiments, once the service context has been
obtained, as described in more detail below, the application may
display the service context UI element 204 to display the service
context or a portion thereof.
[0045] In various embodiments, the business service context may
include a means by which applications can reach into data they do
not normally provide themselves or have access to in order to give
users a thumbnail sketch or condensed version or view of what a
given business service is and how it is performing. In some
embodiments, the business service context and the UI element 204
displaying the business service context may be likened to a packing
label (as used on shipping packages, e.g., FedEx, etc.) for
business services. However, it is understood that the disclosed
subject matter is not limited to this analogy, and that the analogy
is merely for illustrative purposes.
[0046] In various embodiments, the application may be able to make
available a visual UI component 204 that a user may bring up or
request in the context of some application they are running (e.g.,
IT Service Management, etc.) for a given business service (e.g.,
business service 202, EPD, etc.) that is viewable in the UI 200 of
the launching application.
[0047] In some embodiments, this UI element 204 may be referred to
as the Service Context Summary View and is discussed in more detail
below in regards to FIG. 4a. In such an embodiment, further UI
elements may also be displayed or, in one embodiment, replace the
UI element 204. These subsequent UI elements may be referred to as
sub-views and may include, in various embodiments, a list view
configured to display additional inform regarding the service in a
less condensed or alternate format. In various embodiments, various
UI elements or views may focus on various aspects of the selected
business service. It is understood that the above are merely a few
illustrative examples to which the disclosed subject matter is not
limited.
[0048] In another embodiment, data from Service Context may be
integrated in the User Interface 200 of the application the
consumes or makes use of the Service Context (as opposed to being
displayed in a separate UI element, e.g., UI element 204, etc.). In
such an embodiment, the set of data available to such applications
may be enriched and may, in one embodiment, make the user
experience more productive. In such an embodiment, the integration
of Service Context Data into the UI 200 of the launching
application may be referred to as the Native View of Service
Context. In such an embodiment, various applications may access and
use data from the Service Context without ever needing to display
the visual UI element 204. It is understood that the above are
merely a few illustrative examples to which the disclosed subject
matter is not limited.
[0049] A user may desire the display of a business service context
for a variety of reasons. Below, a few example usages cases of the
service context are described. It is understood that the below are
merely a few illustrative examples to which the disclosed subject
matter is not limited.
[0050] In a first example, in applications that include ticketing
systems, help desks or service desks one of the most inefficient
processes is getting an incident or support ticket assigned to the
correct personnel. Once an incident is entered into the system, it
may be handed off several times before the correct assignment is
made. A service context and the display of the service context (at
least in part) may aid in the identification of the correct
assignee of an incident by providing richer, more relevant data
that is related to a given business service. In a very short period
of time someone looking at a Service (via the business service
context UI element) can tell what incidents are associated with it.
Subsequent drill downs or other UI elements or views may show if
such a business service has, for example, some infrastructure
component that has failed. Armed with such information a help desk
employee may quickly assign to the incident to the appropriate
system administrator.
[0051] In a second example, the flow of information across
management disciplines is often not as fluid as it often should be.
Problems that are encountered in one discipline may simply stay
with the personnel associated with that business group or silo or
if the problem does get communicated outward, the communication is
often done in a less than optimal fashion. With a service context
the information collected within a given silo or business group is
the same as that in other disciplines, silos, or business groups.
The service context may be discipline agnostic. As such the data
values and their respective visual representations in the summary
view or other UI element may be shared across disciplines or
business groups with little risk that they will be misunderstood or
misinterpreted.
[0052] In a third example, with a service context, a user may be
given enough information regarding what could be wrong with a given
business service. However, if the user needs or desires better,
more detailed information they can obtain it by launching another
business application. In such an embodiment, the service context
and the UI element displaying it may provide the user with a
starting point to help them get started on solving a problem
regarding the business service without the user having to start or
execute each of the various (and often more intensive) business
applications.
[0053] In various embodiments, the service context and/or the UI
element 204 that displays the service context may be consistent in
one or more ways. For example, the look and feel of the UI element
204 may be consistent across applications. A user may display the
service context in help-desk application or in an IT service
management application and the UI element 204 may be substantially
identical. In various embodiments, this may be beneficial as users
in various business groups or of various business applications may
be conditioned to know what to expect from the business context and
how to process the information contained within.
[0054] In some embodiments, the service context may be consistent
in terms of the data, information, or attributes displayed. For
example, regardless of the application displaying or launching the
service context UI element the UI element may include the same
fields (e.g., business service description, business service owner,
business service state, etc.) and the same values for those fields.
Again, such consistency may aid user efficiency.
[0055] In yet another embodiment, the service context and/or the UI
element 204 that displays the service context may be configured to
display the information regarding the business service in a simple
and speedy manner. Returning to the analogy of the service context
as a packing label, the service context may include or display only
information that is deemed (e.g., by a system administrator, etc.)
critical and no more (unless a subsequent view or UI element is
displayed), such that the information contained therein is easily
understandable by a user.
[0056] Returning to FIG. 1, while the process of creating and
displaying the service context is shown for a single application
(e.g., application 120, etc.), it is understood that the service
context of a given business service may be displayed within a
number of supporting applications. For example, a second user and a
second computing device executing a second application (not shown)
may also request a service context for the same business service as
the user 190. In such an embodiment, the second user and the user
190 may see an identical or substantially equivalent service
context or the UI element 122 displaying the service context. In
such an embodiment, a user at a help-desk application and a user at
a device provisioning application may see substantially the same
service context with a consistent look and feel, and data values
(e.g., business service status, etc.) regardless of their host
application (e.g., application 120, etc.).
[0057] In the illustrated embodiment, the user 190 may request to
display the service context 168 of a given business service 188. In
various embodiments, the business service 188 may include one of
the business servers 106, one of the business applications 180, or
another business service. It is understood that the above are
merely a few illustrative examples to which the disclosed subject
matter is not limited.
[0058] In such an embodiment, the application 120 may transmit or
send a business service context request 162 to a federated database
150. In various embodiments, the business service context request
162 may include an attribute or field indicating which business
service the service context request pertains. In a preferred
embodiment, the federated DB 150 may include a configuration
management DB (CMDB). However, in a less preferred embodiment,
general storage components (e.g., a relational database, etc.) may
be included in the federated DB 150. It is understood that the
above is merely one illustrative example to which the disclosed
subject matter is not limited.
[0059] In the illustrated embodiment, the federated DB 150 may be
executed or included by the DB server 104. In various embodiments,
the DB server 104 may include a processor 152, a memory 154, and at
least one network interface 156, as described above. As described
above, in various embodiments, the memory 154 may include volatile
storage (e.g., random access memory etc.), non-volatile storage
(e.g., a hard drive, a solid-state drive, etc.), or a combination
thereof. In such an embodiment, the federated DB 150 may be stored,
at least in part, by a portion of the memory 154.
[0060] In various embodiments, the federated DB 150 may include a
virtual or at least partially virtual DB. In such an embodiment,
the federated DB 150 may not include the service context 168 or the
information included in the service context 168. However, the
federated DB 150 may provide a single point of query for the
service context information or virtualize a database that appears
(to the application 120) to include the information included in the
service context 168.
[0061] In such an embodiment, the federated DB 150 may retrieve
information from a plurality of other business applications 180. In
various embodiments, once the federated DB 150 has received a
request for the information regarding the business service 188, the
federated DB 50 may then in turn query one or more business
applications 180 regarding the business service 188.
[0062] In various embodiments, the queried business applications
180 may retrieve information (if such exists) regarding the
business service 188 from their respective business application
data repositories 182. This information 164 may then be transmitted
to the federated DB 150.
[0063] In such an embodiment, the federated DB 150 may then
generated an aggregated database result 166 based, at least in
part, upon the various pieces of information 164 regarding the
business service 188 retrieved from the plurality of business
applications 180. In one embodiment, the federated DB 150 may
aggregate the information 164 in such a way that the aggregated DB
result 166 appears as if the federated DB 150 was not virtual but
actually included the desired information in a physical storage
location. Further, in such an embodiment, the aggregated database
result 166 may provide the application 120 with the information for
the service context 168 or the service context 168 itself in a
single database transaction. In such an embodiment, the application
120 may not have to ask repeatedly for data or be constantly
updated as new information 164 arrives from the various business
applications 180.
[0064] In one embodiment, the application 120 may receive the
aggregated database query result 166. As described above, in
various embodiments, this aggregated database query result 166 may
include the service context 168. In various embodiments, the
application 120 may the filter or condense the information included
by the service context 168 into a predetermined format (e.g., a
series of predefined fields to be displayed, etc.). This portion of
the service context 168 may then be displayed to the user 190 via
the service context UI element 122.
[0065] In such an embodiment, if the user 190 wishes to "drill
down" or display other portions of the service context 168, new UI
elements or views may be generated and displayed based upon
predefined rules detailing the contents of such UI elements.
Various embodiments of such views are described in reference to
FIGS. 4a, 4b, and 4c, below. It is understood that the above are
merely a few illustrative examples to which the disclosed subject
matter is not limited.
[0066] FIG. 3 is a block diagram of an example embodiment of a
system 300 in accordance with the disclosed subject matter. In
various embodiments, the system 300 may be a more detailed
embodiment of portions of the system 100 of FIG. 1. In the
illustrated embodiment, the system 300 may include a service
context consumer 302 that may be an application as described in
reference to FIG. 1. The system 300 may also include, in one
embodiment, a federated of at least partially virtual database (DB)
304. The system 300 may also include one or more provider
applications 306 that each provide information or data regarding a
particular business service which is the focus of the current
business service context.
[0067] In various embodiments, the service context consumer or
consumer application 302 may request 312 a service context for a
given business service. This request 312 may be made to the
federated database 304. The service context consumer 302 may expect
to receive, in return, an aggregated database query result 314,
which may include the requested service context. In such an
embodiment, the service context consumer 302 may request 312 and
receive 314 the service context (or information from which the
service context may be derived) in a single atomic database
transaction, as described above.
[0068] In the illustrated embodiment, the federated or partially
virtual database 304 may include a federated DB 304 may include a
federated DB interface 358 that is configured to receive database
requests (e.g., request 312, etc.) and provide database query
results (e.g., query result 314, etc.) as if the DB 304 was a
non-virtualized database. In various embodiments, the federated DB
interface 358 may be referred to as a Service Context Abstraction
Layer (SCAL) that presents a virtual view of all the attributes
gathered from the various Application Data APIs 394 by this
architecture. By presenting the attributes in this way a consumer
application 302 (e.g., the Service Context View or Native Views)
may get all the attributes needed or the service context in one
retrieval operation. In addition, the federated DB interface 358
may be alternatively exposed as a Web Service for those consumer
applications 302 that prefer this protocol.
[0069] The federated DB 304 may include Federated DB storage
portion 350. configured to "store" various database entries or
information regarding one or more business services. As described
above, in various embodiments, this storage may occur virtually, at
least in part, in that the federated DB 304 not actually store, at
least in a long term sense, the information included in the storage
portion 350, but may instead access the data dynamically from the
one or more provider applications 306.
[0070] However, in some embodiments, the federated DB 304 may
include one or more non-virtual fields or database entries and
their respective values 352. These non-virtual fields 352 may
include fundamental or default values for the various business
services referenced by the federated DB 304. Such fields may
include: the business service's name, the business service's
description, the owner of the business service, etc. It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited.
[0071] In addition, the federated DB 304 may include one or more
virtual fields or database entries and their respective values 354.
These virtual fields 354 may include any database fields and values
that are retrieved from a provider application 306 and only
nominally stored in the federated DB 304. Example virtual fields
may include: business service status, number of incidents or other
performance metrics associated with the business service, business
service location, etc. It is understood that the above are merely a
few illustrative examples to which the disclosed subject matter is
not limited.
[0072] In such an embodiment, the federated DB 304 may be referred
to as merely partially virtual as the federated DB 350 may include
both non-virtual fields 352 and virtual fields 354 that are
aggregated to provide the illusion that the federated DB 304
includes a larger more informative DB than actually exists. The
non-virtual fields 352 and virtual fields 354 may be aggregated to
provide the illusion that the federated DB 304 is a single
monolithic database. However, in another embodiment, the federated
DB 304 may be fully virtual and may not include the non-virtualized
fields 352. In yet another embodiment, the federated DB 304 may be
non-virtual and the information illustrated as being stored in the
virtual fields 354 may be actually stored in non-virtual fields 352
of a non-virtualized federated DB. It is understood that the above
are merely a few illustrative examples to which the disclosed
subject matter is not limited.
[0073] In various embodiments, the federated DB 304 may include a
cache 360 to temporarily store the virtual fields 354 retrieved
from the provider applications 306. By temporarily storing results
of retrievals from the provider applications 306, the system 300
may avoid having to re-retrieve such data each time it is requested
by the consumer application 302.
[0074] In one embodiment, the federated DB 304 may include a
service context adapter 356. In such an embodiment, the service
context adapter 356 may be configured to access data that is
delivered from the provider applications 306. A described below,
this information may be provided by the provider application 306
via a standardized format regardless of the specific provider
application 306 accessed. For example, a help-desk provider
application and a system resources provider application may produce
information in the same format or according to a predefined
protocol. In various embodiments, the service context adapter 356
may be configured to adapt or convert this information received in
a standardized format into the database fields 354 or even fields
352 employed by the federated DB 304.
[0075] In one embodiment, the provider applications 306 may be
accessed as web services and may provide their respective data in a
predefined format (e.g., Simple Object Access Protocol (SOAP),
Extensible Markup Language (XML), etc.). In various embodiments,
this format may be described or defined via a Web Services
Description Language (WSDL) or other manner. It is understood that
the above are merely a few illustrative examples to which the
disclosed subject matter is not limited.
[0076] In various embodiments, the federated DB 304 may know or be
aware of which provider applications 306 may exist and how to
access them by relying or making use of an application or web
service registry 308. In such an embodiment, each provider
application 306 may register with or inform the registry 308 of the
provider application 306's existence, the location or means by
which a consumer (e.g., the federated DB 304) may access the
provider application 306 (e.g., network address, port number,
protocol, etc.), the services or information the provider
application 306 may provide and, in various embodiments, other
relevant details regarding the provider service 306. In various
embodiments, the registry 308 may include a Universal Description,
Discovery and Integration (UDDI) compliant or substantially
compliant registry. It is understood that the above is merely one
illustrative example to which the disclosed subject matter is not
limited.
[0077] In one embodiment, the system 300 may include one or more
provider applications 306. Each of these provider applications 306
may include various pieces of data or information 392 that are
stored in whatever format or manner the application 306 makes use
of. This data 392 may be accessed via the provider application
306's normal data application programmatic interface (API) 394.
[0078] However, as described above, the federated DB 304 may expect
or require that information provided to the federated DB 304 by the
provider applications 306 be provided in a standardized predefined
and uniform format, and not the various formats or via the various
access schemes used by the various provider applications 306. As
such, in various embodiments, each provider application 306 may
include, implement, or make use of a standard attribute interface
(SAI) 396. Each implementation of the SAI 396 may be configured to
allow a consumer (e.g., the federated DB 304) external to the
provider application 306 to access the application data 392 in a
standardized, uniform and predefined format and protocol. In the
illustrated embodiment, the SAI 396 may allow the provider
application 306 to function as a web service and be accessed by the
federated DB 304 via a database query 316.
[0079] In various embodiments, the federated DB 304 may be
configured to read or access information a given business service
from the provider applications 306 but may not be configured to
edit or write new information back to the provider applications
306. In such an embodiment, the service context may be an
informative tool not an ameliorative or control tool. In another
less preferred embodiment, however, the service context consumer
302 may be configured to specify edits or alterations in the
retrieved data. In response, the federated DB 304 may be configured
to write such change in the information back to the respective
provider applications 306. In such an embodiment, the writing
between the consumer application 302 and the federated DB 304 may
occur as a single database transaction, similarly to the read
transaction (e.g., request 312 and response 314). In yet another
embodiment, the consumer application 302 may be configured write
data or communicate commands directly to the provider applications
306. It is understood that the above are merely a few illustrative
examples to which the disclosed subject matter is not limited.
[0080] In various embodiments, the issue of security may be
considered in retrieving the service context. In one embodiment,
the user or the consumer application 302 may be associated with one
or more security credentials that dictate what data may be accessed
and/or displayed. In such an embodiment, the federated DB 304 may
be configured to filter the data received from the provider
applications 306, and eventually provided to the consumer
application 302 via the aggregated database query result 314 based
upon the security credentials associated with the consumer
application 302. In one embodiment, the security credentials may be
provided via the request for service context 312. In such an
embodiment, the presentation of the security credentials may be
implicit (e.g., derivable via a username, etc.) or explicit (e.g.,
an authentication certificate or password included in the request
312, etc.).
[0081] In another embodiment, the user of consumer application 302
may be provided with an authentication or security check (e.g.,
login prompt, key code request, etc.) to access data securely
stored on a provider application 306. In such an embodiment, the
authentication requests and responses may be forwarded between the
consumer application 302 and the provider application 306 via the
federated DB 304. In another embodiment, the consumer application
302 and the provider application 306 may communicate directly or
via another intermediary (e.g., an authentication server (not
shown), etc.).
[0082] In one embodiment, the service context may be initially
displayed without the un-authorized data and the user may then be
able to actively request that the un-authorized data be displayed.
In such an embodiment, this may cause the authentication UI (e.g.,
login screen, etc.), as described above, for the authorization of
the requested data. In one embodiment, this may allow the service
context to be displayed (at least partly) in a quick and
unobtrusive manner, but may allow the display of the full or most
complete service context if a user wishes or desires that initially
un-authorized information. In various embodiments, the new
authorization may cause a new request for the updated service
context or may simple cause the consumer application 302 or the
federated DB 304 to unlock or cease to filter out the previously
unauthorized data.
[0083] It is understood that the above are merely a few
illustrative examples to which the disclosed subject matter is not
limited. Various schemes for filtering or removing unauthorized
information in a business service context may be employed. Further
various schemes for un-filtering or subsequently authorizing
information in a business service context may be employed. In
addition it is understood that the system 300 may support having
different security models for the provider applications 306 such
that the system 300 is security model heterogeneous.
[0084] In various embodiments, one or more of the provider
applications 306 may include a multi-tenancy architecture. In this
context, "multi-tenancy" refers to a principle in software
architecture where a single instance of the software (e.g.,
application 306) runs or executes on a server, serving multiple
client organizations (tenants). Multi-tenancy may be contrasted
with a multi-instance architecture where separate software
instances (or hardware systems) are set up for different client
organizations. With a multi-tenant architecture, a software
application is designed to virtually partition its data and
configuration, and each client organization works with a customized
virtual application instance.
[0085] In such an embodiment, the information provided by or
available to a multi-tenancy provider application 306 may include
data for a number of tenants. In such an embodiment, the provider
application 306 or the federated DB 304 may be configured to filter
the provided data by tenant, such that the consumer application 302
only receives information it the service context that is associated
with the same tenant as the consumer application 302.
[0086] For example, the tenants of a provider application 306 may
include Exxon, Sunoco, Shell, Chevron. The consumer application 302
may be associated with the Shell tenant. Therefore, in such an
embodiment, the service context may be filtered to only include
data about the business service that would be accessible or
authorized for the Shell tenant. It is understood that the above is
merely one illustrative example to which the disclosed subject
matter is not limited.
[0087] In another embodiment, the service context may include both
tenant-common data and tenant-specific data. For example,
tenant-common data may include data that is the same regardless of
what tenant is associated with the consumer application 302 or
which tenant accesses the data. Such tenant-common data may
include, for example: the system resource load of business service,
the computing device name, business service uptime, etc.
Conversely, the tenant-specific data may include data that differs
for each tenant. Such tenants-specific data may include, for
example: the number of failed email transmission attempt an email
business service may experience, the number of failed login
attempts to a business service, the number of help-desk requests,
support tickets, or incidents for a business service, etc.
[0088] In such an embodiment, the system 300 may not filter the
results of the service context request such that the tenant-common
data is included in the service context. But, the system 300 may
also filter tenant-specific data such that only tenant-specific
data associated with the consumer application 302's tenant are
included in the service context. For example, every tenant may be
able to see or view, within their respective service contexts, the
common-tenant data (e.g., business service status, etc.), but each
tenant may only see or view their own tenant-specific data (e.g., a
Mobile tenant may only view the number of business service
incidents for the Shell tenant, likewise for other tenants,
etc.).
[0089] In various embodiments, more than two levels or kinds of
tenant data (e.g., tenant-common and tenant-specific) may be
employed. In another embodiment, data may be associated with or
have multiple or overlapping tenants. In such an embodiment,
tenant-common data may not exist per se, but tenant-common data may
effectively exist as all tenants are associated or authorized to
access that data. Likewise, an overlapping security scheme (e.g.,
non-tenant based or considering tenants) may exist. It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited.
[0090] FIG. 4a is a diagram of an example embodiment of a user
interface (UI) or UI element 401 in accordance with the disclosed
subject matter. In various embodiments, the UI 401 may be included
as part of or the service context user interface element (e.g., the
service context user interface element 122 of FIG. 1). In one
embodiment, the UI 401 may be displayed within or as part of a
pop-up window or portion of a larger UI (e.g., in a Native View, as
described above).
[0091] In the illustrated embodiment, the UI 401 may include an
Attribute View of a Service Context Summary View. In such an
embodiment, the UI 401 may provide a user with a "thumbnail sketch"
or condensed version or view of what a given business service is
and how it is performing. As described above, the information
displayed in the UI 401 may have been received in an aggregated
database query result. This aggregated database query result may
have been produced or generated by a federated or at least
partially virtual database based upon information regarding the
business service that was, in turn, provided by a plurality of
producer applications.
[0092] In one embodiment, the UI 401 may include a UI element
(e.g., a label, etc.) that displays the name 410 of the business
service that the service context pertains. In various embodiments,
the UI 401 may also include a status indicator 418 UI element
(e.g., a icon, a particular color, etc.). In the illustrated
embodiment, the business service "Sales Automation" may be in a
critical or imperfect state. Therefore, the status indicator 418 is
illustrated as an orange "X" icon giving a user a quick indicator
that the business service is in a "warning" state. It is understood
that the above is merely one illustrative example to which the
disclosed subject matter is not limited.
[0093] In various embodiments, an administrator, privileged user,
or software developer may determine which database fields or pieces
of information regarding the business service are to be displayed
in this "thumbnail sketch" or condensed version or view of what a
given business service is and how it is performing. In another,
less preferred embodiment, the user may define what attributes or
information they would like to see displayed. In such an
embodiment, the UI 401 may display one or more predefined
attributes or fields.
[0094] In one embodiment, these predefined fields may fall into two
or more categories. In an example embodiment, three categories will
be used. However, it is understood that various categories or
partitions of business service fields or attributes may be employed
and that the disclosed subject matter is not limited to any one
example embodiment.
[0095] The first category are mandatory or fixed fields which may
have been determined or defined by a software developer to be
displayed in all service contexts and service context UI elements.
(e.g., UI 401, etc.). Examples of such mandatory or fixed fields or
attributes may include: the business service's status, any other
business services or configuration items that are related to the
service context's business service, etc. It is understood that the
above are merely a few illustrative examples to which the disclosed
subject matter is not limited.
[0096] The second category of fields or attributes may include
default fields which are predefined by a software developer as
included within the service context, but may be removed by an
administrator, privileged user, or another user as deemed by the
embodiment. In one embodiment, examples of such default fields or
attributes may include, but are not limited to: the owner or user
primarily associated with the business service, a description of
the business service, an indicator of the level of business impact
of the business service, a number of events or activities performed
or experienced by the business service (e.g., completed change
request, changes deployed, incidents, etc.), etc. In various
embodiments, the various fields which include numbers (e.g., a
number of events, etc.) may also include a listing or a pointer to
those enumerated items. It is understood that the above are merely
a few illustrative examples to which the disclosed subject matter
is not limited.
[0097] The third category of fields or attributes may include
optional fields that are by default omitted from a service context
but may be added by an administrator, privileged user, or another
user as deemed by the embodiment. In one embodiment, examples of
such optional fields may include, but are not limited to: the
number of maintenance hours experienced by the business service,
the owner of the business service's contact information, the
location of the business service, the priority level of the
business service, the compliance status (e.g., to a standard or
contractual compliment, such as uptime, etc.) of the business
service, a number of outage records associated with the business
service, a number of work orders or service tickets associated with
the business service, a number of changes detecting the relation to
the business service, a number of predictive events associated with
the business service, etc. In various embodiments, the various
fields which include numbers (e.g., a number of predictive events,
etc.) may also include a listing or a pointer to those enumerated
items. It is understood that the above are merely a few
illustrative examples to which the disclosed subject matter is not
limited.
[0098] In the illustrated embodiment, a number of attributes or
fields of the service context may be displayed by UI element groups
412 and 414. As described above, some of these attributes or fields
may be displayed or included as mandatory. Other attributes or
fields may be included or displayed based upon a predefined scheme
or set of rules established by an administrator or privileged
user.
[0099] In the illustrated embodiment, UI element group 412
illustrates a set of attributes that are relatively static or do
not allow for further interaction with a user. Examples of such
fields or attributes may include, but are not limited to: a
description of the business service, the owner of the business
service, the status of the business service, and the impact
priority of the business service. It is understood that the above
are merely a few illustrative examples to which the disclosed
subject matter is not limited.
[0100] In the illustrated embodiment, the UI element group 414
illustrates a set of attributes that are relatively dynamic and/or
allow for further interaction with a user. In various embodiments,
these attributes may include a number or a list of events or
objects (e.g., service tickets, other business services, etc.) that
may be condensed into a single numerical value. In another
embodiment, the attributes of 414 may include list attributes,
having several tuples (or rows) of values that are associated with
each attribute. In such an embodiment, the user may be allowed or
the UI may provide a means for to progressively disclosing such
lists (e.g., via UI element 416, UI 402 of FIG. 4b, etc.).
[0101] Further, in various embodiments, these attributes may be
governed or filtered based upon a set of rules that have been
predefined by an administrator or privileged user. For example, one
attribute shows that 25 incidents have occurred in the last hour.
In such an embodiment, the set of rules may dictate the time frame
(e.g., 1 hour, etc.) that will be considered with non-conforming or
older incidents being filtered out.
[0102] In the illustrated embodiment, the numerical value of
indicates within 1 hour is highlighted (e.g., in red, etc.) to
indicate to a user that the value is of some importance. For
example, the set of rules may dictate a threshold value or series
of threshold values for the attribute or field. If the value of the
field or items in the field (for fields containing a list of
items), an indicator may be displayed to a user. In the illustrated
embodiment, the UI element 416 may be colored (e.g., red, etc.). It
is understood that the above is merely one illustrative example to
which the disclosed subject matter is not limited.
[0103] As described above, various attributes or fields may be
associated with additional data regarding the business service
which is not immediately displayed in the Service Context Summary
View UI 401. In such an embodiment, the UI 401 may include a UI
element (e.g., UI element 416, etc.) that allows a user to display
or view these additional, initially hidden data. In various
embodiments, these UI elements 412 may include buttons, hyperlinks,
context menus, etc. It is understood that the above are merely a
few illustrative examples to which the disclosed subject matter is
not limited.
[0104] FIG. 4b is a diagram of an example embodiment of a user
interface 402 in accordance with the disclosed subject matter. In
one embodiment, the UI 402 may illustrate a List View of a Service
Context View. In one embodiment, the UI 402 may be displayed once a
user has selected on of the expanding or list UI elements of the
Attribute View of the Service Context (e.g., UI element 416 of FIG.
4a, etc.).
[0105] In various embodiments, the UI element 420 may display a
list of all the items associated with the parent attribute or
field. In the illustrated embodiment, the attribute "Related
incidents in the last 1 hour" may be the parent attribute or field,
and the various incidents (e.g., incident 422 "INC000000042156")
may be the associated items. In the illustrated embodiment, the
associated items themselves may include various fields or
attributes. As such, in one embodiment, the list of associated
items may be displayed in a table format. It is understood that the
above is merely one illustrative example to which the disclosed
subject matter is not limited.
[0106] In one embodiment, the UI 402 may include a UI element 422
for returning to the previous Service Context view (e.g., UI 401 of
FIG. 4a, etc.). In various embodiments, the UI 402 may include a
group of UI elements 419 configured to facilitate navigation
between various Service Context views. In the illustrated
embodiment, the UI element group 419 may include a button or icon
for navigating back to the previous Service Context view, a button
or icon for returning to a "Home" view (e.g., the Attribute View of
FIG. 4a, etc.). In one embodiment, the group of UI elements 419 may
include a button or icon to refresh the service context. In such an
embodiment, the process for acquiring a service context, as
described above, may be repeated and the new version of the service
context may be displayed directly into the current view (e.g., UI
402). In various embodiments, the group of UI elements 419 may be
displayed across a plurality or all views. It is understood that
the above are merely a few illustrative examples to which the
disclosed subject matter is not limited.
[0107] FIG. 4c is a diagram of an example embodiment of a user
interface 403 in accordance with the disclosed subject matter. In
one embodiment, the UI 403 may include a Related Configuration
Items View of the Service Context. In such an embodiment, a user
may view a list of business services or, in the illustrated
embodiment, configuration items (e.g., Business Services,
Applications, or Computer Systems, etc.) related to or associated
with the business service that is the subject of the service
context.
[0108] In the illustrated embodiment, the UI element group 430 may
display a list of related configuration items 432 or business
services, much as the list of incidents was displayed by UI element
group 420 of FIG. 4b. In various embodiments, items included within
a dependent or subordinate list, such as the related configuration
items, may be selectable by a user. In various embodiments, the
selection may display additional information regarding the item. In
the illustrated embodiment, the name of a related configuration
item may include a link UI element 434 that the user may select.
Upon the selection of the related configuration item or business
service a new service context may be generated and displayed.
However, this new service context may associated with the selected
item (e.g., CLT133), as opposed to the business service of the
parent service context (e.g., Sales Automation, etc.). It is
understood that the above is merely one illustrative example to
which the disclosed subject matter is not limited.
[0109] FIG. 5a is a block diagram of an example embodiment of a
system 500 in accordance with the disclosed subject matter. In
various embodiments, the system 500 may be similar in many ways to
the system 100 of FIG. 1. System 500 illustrates two variations
that may occur separately or together in various embodiments o the
disclosed subject matter.
[0110] In one embodiment, the apparatus or computing device 102 may
include the federated DB 150. In some embodiments, the federated DB
150 may be included in one of the business server 106.
[0111] In one embodiment, the application 120 may include a service
context administration UI 522. In such an embodiment, the
administration UI 522 may facilitate the creation and definition of
the fields and attributes that make up a service context, and any
sets of rules that govern the way the fields or attributes are
filtered or displayed. For example, the administration UI 522 may
allow an administrator to select which optional or non-mandatory
attributes or fields are included in a service context. In some
embodiments, these service context definitions may apply regardless
of the business service associated with the service context. In
another embodiment, each business service or class or group of
business services may be associated with their respective
definitions of their service contexts.
[0112] As described above, in various embodiments, the
administration UI 522 may allow an administrator to define or
create a set of rules for filtering the attributes of the service
context or dictating how the attribute is to be displayed to the
user. For example, the administration UI 522 may allow an
administrator to dictate that only incidents occurring within the
last 1 hour may be included in the service context (as illustrated
by FIG. 4a). Also, the administration UI 522 may allow an
administrator to define threshold values or other conditional
values that when met or exceeded cause the service context UI 122
to display a predefined indication to the user (e.g., the red UI
element 416 of FIG. 4a). It is understood that the above is merely
one illustrative example to which the disclosed subject matter is
not limited.
[0113] FIG. 5b is a block diagram of an example embodiment of a
user interface 501 in accordance with the disclosed subject matter.
In the illustrated embodiment, the UI 501 includes a service
context administration UI 522 that may be used by an administrator
to define the attributes and fields included within a service
context, and any sets or rules that filter the attributes or
dictate how they are displayed to a user.
[0114] In one embodiment, the UI 501 may include a series of UI
elements 550 that may allow an administrator to define various
service context settings for various categories or groups of
business services (e.g., web services, applications, or server,
etc.). In various embodiments, the UI 501 may include UI element
groups 552 and 554 that are configured to allow an administrator to
set or define which of a group of possible business service
attributes or fields to include in the service context. UI element
group 552 may allow the definition or inclusion of the relatively
simple or single valued attributes or fields. Whereas UI element
group 554 may allow the definition or inclusion of the relatively
complex, list, or multi-valued attributes or fields.
[0115] In various embodiments, the UI element 556 may allow an
administrator to define various one or more sets of rules to filter
which values are included in the service context (e.g., incidents
occurring within the last hour, etc.), how the respective values
are displayed to the user (e.g., highlighting values above a
threshold, etc.), or other rules. It is understood that the above
are merely a few illustrative examples to which the disclosed
subject matter is not limited.
[0116] FIG. 6 is a flow chart of an example embodiment of a
technique in accordance with the disclosed subject matter. In
various embodiments, the technique 600 may be used or produced by
the systems such as those of FIG. 1, 3, or 5a. Furthermore,
portions of technique 600 may be used with or may produce user
interfaces such as those of FIG. 2, 4a, 4b, 4c, or 5b. Although, it
is understood that the above are merely a few illustrative examples
to which the disclosed subject matter is not limited. It is
understood that the disclosed subject matter is not limited to the
ordering of or number of actions illustrated by technique 600.
[0117] Block 602 illustrates that, in one embodiment, an
application may receive a request, from a user, to display at least
a portion of a business service context regarding a business
service, as described above. In some embodiments, requesting may
include selecting, from within the application, a user interface
element associated with the business service, as described above.
In various embodiments, one or more of the action(s) illustrated by
this Block may be performed by the apparatuses or systems of FIG.
1, 3, or 5a, the application 120 of FIG. 1 or 5a, or the via the
user interface 200 of FIG. 2, as described above.
[0118] Block 604 illustrates that, in one embodiment, an
application may receive, from a database, an aggregated database
result regarding the business service, as described above. In some
embodiments, the aggregated database result may include the
requested business service context, as described above. In such an
embodiment, the business service context may, in turn, include
information from a plurality of other applications, as described
above. In various embodiments, receiving the aggregated database
result may include receiving the aggregated database result as part
of a single database query transaction, as described above. In such
an embodiment, the aggregated database result may be provided by an
at least partially virtual database that virtualizes database
fields whose field values are provided by the plurality of other
applications, as described above. In various embodiments, one or
more of the action(s) illustrated by this Block may be performed by
the apparatuses or systems of FIG. 1, 3, or 5a, the application 120
or database server 104 of FIG. 1 or 5a, as described above.
[0119] Block 606 illustrates that, in one embodiment, an
application may display a graphical user interface element that
displays at least a portion of the information included by the
business service context, as described above. In some embodiments,
display may include distilling the information included by the
aggregated database result into an a condensed set of information
regarding the performance of the business service; and displaying a
summary view graphical user interface element that displays at
least a portion of the condensed set of information regarding the
performance of the business service, as described above.
[0120] In various embodiments, displaying may include displaying a
first graphical user interface element that displays a first
portion of information regarding the attributes of the business
service, and in response to a user indicating they wish to view
more information regarding at least one aspect of the business
service, displaying a second graphical user interface element that
displays a second portion of information regarding the attributes
of the business service, as described above. In such an embodiment,
the first graphical user interface element may include a window
that displays a Summary View of the business service context, and
the second graphical user interface element may include a window
that displays a List View of items included in the second portion
of the information, as described above.
[0121] In another embodiment, displaying may include displaying a
set of required information regarding the business service, and
displaying a set of optional information regarding the business
service, wherein the set of optional information has been
previously predefined by an administrative user, as described
above. In yet another embodiment, displaying may include evaluating
at least one of the displayed information to determine if a value
of the information exceeds a predefined threshold, and if so,
indicating to the user that the respective information has exceeded
the threshold value, as described above.
[0122] In various embodiments, displaying may include displaying a
business service linking user interface element that when selected
causes a second business service context to be created and
displayed, wherein the second business service context is
associated with a second business service indicated by the business
service linking user interface element, as described above. In some
embodiments, a second user (e.g., an administrator, etc.) may
define a set of rules to filter the information included by the
business service context, as described above. In such an
embodiment, displaying may include filtering the information to be
displayed based upon the predefined set of rules, as described
above.
[0123] In various embodiments, one or more of the action(s)
illustrated by this Block may be performed by the apparatuses or
systems of FIG. 1, 3, or 5a, the application 110 of FIG. 1 or 5a,
or the via the user interfaces 401, 402, and 403 of FIGS. 4a, 4b,
and 4c, as described above.
[0124] FIG. 7 is a flow chart of an example embodiment of a
technique in accordance with the disclosed subject matter. In
various embodiments, the technique 700 may be used or produced by
the systems such as those of FIG. 1, 3, or 5a. Furthermore,
portions of technique 700 may be used with or may produce user
interfaces such as those of FIG. 2, 4a, 4b, 4c, or 5b. Although, it
is understood that the above are merely a few illustrative examples
to which the disclosed subject matter is not limited. It is
understood that the disclosed subject matter is not limited to the
ordering of or number of actions illustrated by technique 700.
[0125] Block 702 illustrates that, in one embodiment, an
application may receive a request, from a user, to display at least
a portion of a business service context regarding a business
service, as described above. In various embodiments, one or more of
the action(s) illustrated by this Block may be performed by the
apparatuses or systems of FIG. 1, 3, or 5a, the application 120 of
FIG. 1 or 5a, or the via the user interface 200 of FIG. 2, as
described above.
[0126] Block 704 illustrates that, in one embodiment, an
application may access a partially virtual database to retrieve a
database result that includes the business service context, as
described above. In various embodiments, one or more of the
action(s) illustrated by this Block may be performed by the
apparatuses or systems of FIG. 1, 3, or 5a, the application 120 or
federated database 150 of FIG. 1 or 5a, or the via the user
interface 200 of FIG. 2, as described above.
[0127] Block 706 illustrates that, in one embodiment, the partially
virtual database may query at least one other application for
information regarding the business service, as described above. In
some embodiments, querying may include accessing the at least one
other application via a web services interface that produces
formatted query results that are standardized to a single
predetermined formatting scheme regardless of the other application
queried, and adapting the information, included in the query result
from the respective other application, to the partial virtual
database fields of the partially virtual database, as described
above. In another embodiment, querying may include retrieving a
list of other applications to query from a provider application
registry in which the other applications have previously
registered, as described above.
[0128] In various embodiments, the partially virtual database may
be configured to read information regarding the business service
from at least one other application, but may not write information
regarding the business service from the at least one other
application, as described above. In some embodiments, the partially
virtual database may include at least one non-virtual field
associated with the business services that are stored within the
partially virtual database, and at least one virtual field
associated with the business service whose field value is provided
by the at least one application as a result of querying the at
least one application, as described above.
[0129] In various embodiments, one or more of the action(s)
illustrated by this Block may be performed by the apparatuses or
systems of FIG. 1, 3, or 5a, the applications 180 or federated
database 150 of FIG. 1 or 5a, as described above.
[0130] Block 708 illustrates that, in one embodiment, the partially
virtual database may generate an aggregated database result
associated with the business service, as described above. In
various embodiments, the aggregated database result may include
information provided by the at least one other application, as
described above. In one embodiment, generating may include
providing a database result that includes at least one of both a
non-virtual field and a virtual field in a single database
retrieval operation, as described above.
[0131] In various embodiments, the user of Block 702 may be
associated with a security credential, as described above. In such
an embodiment, generating an aggregated database result may include
filtering the information provided by the at least one other
application based upon the user's security credentials, as
described above. In another embodiment, the filtering based upon
the security credentials may occur at the consumer application or,
in yet another embodiment, each of the other provider applications,
as described above.
[0132] In some embodiments, the user's security credential may be
associated with a tenant, and at least one of the at least one
other applications may provide a multi-tenant business service, as
described above. In such an embodiment, filtering information based
upon the user's security credential may include not filtering a
first set of information, provided by the at least one other
application, that is common to all tenants of the multi-tenant
business service, and filtering, based on the user's associated
tenant, a second set of information, provided by the at least one
other application, that is specific to individual tenants of the
multi-tenant business service, as described above.
[0133] In various embodiments, one or more of the action(s)
illustrated by this Block may be performed by the apparatuses or
systems of FIG. 1, 3, or 5a, the applications 180 or federated
database 150 of FIG. 1 or 5a, as described above.
[0134] Block 710 illustrates that, in one embodiment, an
application may display at least a portion of the business service
context regarding the business service based upon the aggregated
database result, as described above. In various embodiments, one or
more of the action(s) illustrated by this Block may be performed by
the apparatuses or systems of FIG. 1, 3, or 5a, the application 120
of FIG. 1 or 5a, or the via the user interfaces 401, 402, and 403
of FIGS. 4a, 4b, and 4c, as described above.
[0135] FIG. 8 is a block diagram of an example embodiment of a
system 800 in accordance with the disclosed subject matter. In the
illustrated embodiment, a system 800 in which the apparatus or
computing device 802 includes or is a mobile computing device or
mobile device (e.g., a smartphone, a tablet, etc.).
[0136] In various embodiments, system 100 of FIG. 1 may be
configured to generate a "widget" that provides a consistent, high
performing summary of a Service given the user's current context in
some application. Further, the system 100 may be configured to
provide data access mechanisms for multiple applications to
incorporate Service summary data into their own native user
interfaces.
[0137] Conversely, in one embodiment, the system 800 of FIG. 8 may
be configured to provide the same or similar data but via a user
experience that is appropriate from a mobile user. For example, in
one such embodiment, launching a service context UI may not be done
from within another UI of an application. In addition, the system
800 may be configured to provide features suitable for a mobile
device such as receiving notifications and collaboration, etc. It
is understood that the above is merely one illustrative example to
which the disclosed subject matter is not limited.
[0138] In some embodiments, the system 800 may be configured to
provide a constant look-and-feel to the service context UI 122 in
that it looks substantially the same no matter where or how the UI
122 is launched. In one embodiment, the service context within a
mobile device context may include single or limited purpose
interaction with the user 190, provide a quick means for the user
to view the service context (e.g., a 1-2 second response time,
etc.). In various embodiments, the application 120 may be
substantially independent or a stand-alone application that merely
provides the UI 122 and no other functions. However, in another
embodiment, for example on a tablet or mobile device with a
sufficiently large screen, the generation and display of the UI 122
may occur similarly to that of the system 100 of FIG. 1, as
described above. In yet another embodiment, the system 800 may be
configured to take advantage of communication and collaboration
capabilities of the mobile device, as described below.
[0139] Comparing the systems 100 and 800 of FIGS. 1 and 8,
respectively, in the system 100, in one embodiment, the may be
configured to launch or display the UI 122 as derivative of the
native UI of the application or as pop-up or tooltip element on-top
of the native the application. Conversely, in one embodiment, the
system 800 may be configured to display the UI 122 as the main or
sole UI of the application, as described above. In another
embodiment, the system 100 may be configured to get the business
service identifier (ID) or other context identifiers or names from
the UI context of the launching application. Conversely, in a
mobile embodiment the system 800 may be configured to get the
business service ID or name from a list of business services
presented to the user. In yet another embodiment, system 100 may
constrain the user to only the services presented or associated
with the launching application. In various mobile embodiments, the
user 190 may be able to alter the query to generate a different
list of business services or otherwise manipulate the list of
business services, as described below. It is understood that the
above are merely a few illustrative examples to which the disclosed
subject matter is not limited.
[0140] Further, in some mobile embodiments, a user may be able to
communicate or transmit a service context using various
capabilities of the mobile device or communication protocols (e.g.,
Bluetooth, email, short messaging service, etc.). In another mobile
embodiment, the user may be able to register for or receive various
push notifications about changes to certain services or attributes
of various business services, as described below. In yet another
mobile embodiment, a user may be able to join communities or groups
of users who are interested in a particular business service or
other system resources, as described below. In various embodiments,
the system 100 within a desktop or non-mobile context may not be
configured to provide these abilities or services. It is understood
that the above are merely a few illustrative examples to which the
disclosed subject matter is not limited.
[0141] In some embodiments, the mobile device 802 may be similar to
or include the computing device 102 of FIG. 1. In various
embodiments, the mobile device 802 may include at least one display
or monitor 817 configured to visually display information to the
user 190. In some embodiments, the monitor 817 may include a touch
screen, a liquid crystal display (LCD), or other form of display
technology. In some embodiments, other hardware components (not
illustrated), such as, for example, an input device, keyboard,
mouse, touchpad, loud speakers, a camera, a sensor, etc. It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited. In various
embodiments, the computing device 102 of FIG. 1 may also include
these hardware devices.
[0142] In such an embodiment, the application 120 includes a mobile
application executing on the mobile device 802. In some
embodiments, the application 120 may be a special purpose
application 120 configured simply to request, retrieve and display
a service context 168. Such an application 120 is illustrated in
FIGS. 10a-10h. It is understood that the above is merely one
illustrative example to which the disclosed subject matter is not
limited. In yet another embodiment, the application 120 may be
configured to provide additional services or functionality (e.g.,
an IT management application, etc.)
[0143] In various embodiments, the application 120 may be
configured to request, receive, and display a service context 168,
similarly to that as described above. However, in some embodiments,
the technique may be more complex than that described above.
[0144] In one embodiment, the application 120 may not be directly
associated with a business service 188, as the application 120
might be if the application 120 was generally configured to
interact with or provide a front-end to a business service, as
described above. In such an embodiment, user 190 or application 120
may be configured to select a business service 188 from a plurality
of possible business services 188. In such an embodiment, once the
desired business service 188 is selected, the application 120 may
request an associated business service context 168, as described
above.
[0145] In various embodiments, the user 190 may be required to
manually enter the desired business service 188 into the
application 120. In another embodiment, a list 814 of possible
business services may be provided by a service manager 804 included
by the Service Context Data Server 804 or other computing entity.
In such an embodiment, the business service list 814 may be
maintained by the Service Context Data server 804. In various
embodiments, the Service Context Data Server 804 may be similar to
the DB Server 104 of FIG. 1.
[0146] It is understood that Service Context Data Server 804 may
include various hardware components, such as, a processor, memory,
network interface, etc. similarly to those of DB server 104 of FIG.
1 which are not illustrated in this figure. In various embodiments,
one or all of the components, such as, the notification manager
822, service manager 824, or the group manager 826 may be included
in other computing devices or entities and may not be integrated or
co-located with the Service Context Data Server 804. It is
understood that the illustrated is merely one example to which the
disclosed subject matter is not limited.
[0147] In some embodiments, the service manager 824 may transmit
the service list 814 to the mobile device 802 in response to a
request by the mobile device 802. In various embodiments, the
service manager 824 may periodically push or transmits a service
list 814 to the mobile device 802. In some such embodiments, the
service list 814 may only be pushed to the mobile device 802 if
there is a change in the service list 814 (e.g., an addition or
removal of a business service 188 from the list 814, etc.). In
another embodiment, predefined criteria or a set of rules may
dictate when the service manager 814 communicates the service list
814 to the mobile device 802.
[0148] In various embodiments, the service manager 824 may
associate one or more service lists 814 with a particular user 190
or a group of users. For example, in one embodiment, a plurality of
service lists 814 may be maintained and when the mobile device 802
requests a service list 814, the service manager 824 may determine
which of the plurality of service lists 814 to send the mobile
device 802. In such an embodiment, the user 190 may be included
with a user group that includes, for example, administrators
located in Houston, Tex. The service manager 824 may then select a
service list 814 associated with that Houston administrator group
and not provide other service lists 814 that are associated with
other user groups (e.g., salesmen located in Houston, Tex.;
administrators located in San Francisco, Calif.; etc.).
[0149] In one embodiment, the user 190 may be able to update the
service list 814 via the application 120. In such an embodiment,
the application 120 may be configured to transmit the modified
service list 814 (or a portion thereof) back to the service manager
824 for storage and later retrieval. In another embodiment, the
application 120 may transmit messages 832 (e.g., write requests,
request to delete a particular business service, etc.) to the
service manager 824. In such an embodiment, the service manager 824
may then be configured to alter or edit the associated service list
814 and/or provide appropriate success or failure messages back to
the mobile device 802.
[0150] In one embodiment, the service manager 824 may be configured
to store cascading or overlapping service lists 814. For example, a
user 190 may be associated with a number of user groups (e.g.,
administrators in Houston, Tex., all employees in Houston, Tex.,
employees that Boss Bob manages, etc.). In yet another embodiment,
the user 190 may have a personalized list of business services 188
that the user 190 has added (or deleted or blacklisted, etc.). In
such an embodiment, the service manager 824 may be configured to
transmit each service list 814 to the application 120. In another
embodiment, the service manager 824 may be configured to
dynamically generate a composite service list 814 based upon the
various service lists 814 that are associated with the user 190. In
various embodiments, this generation may be based upon a set of
predefined priority rules. For example, the existence of a business
service 188 on the list 814 associated with "employees that Boss
Bob manages" may override the blacklisting or removal of the
business service 188 from the user 190's personal service list
814.
[0151] In some embodiments, the user 190 may actively select the
business service from the list 814. In another embodiment, the
application 120 may automatically select the most recently used or
selected business service 188. In such an embodiment, the user 190
may be able to manually select another business service 188 or
override the application 120's automatic selection. In yet another
embodiment, the business service 188 may be automatically selected
based upon a message from the Service Context Data Server 804 or
another user/mobile device (not illustrated). In such an
embodiment, the message may include an update message 812 or a
group message 816, as described below.
[0152] In various embodiments, this service list 814 may be stored
and/or transmitted as a text or a binary file. In one embodiment,
the service list 814 may include a file that includes data
formatted in an Extensible Markup Language (XML) format or a
similar format. In one specific embodiment, the service list 814
may include a file stored in a variation of Property List (plist)
format (e.g., an iOS plist format, a GNUstep plist format, etc.).
It is understood that the above are merely a few illustrative
examples to which the disclosed subject matter is not limited.
[0153] In the illustrated embodiment, once a particular business
service 188 has been selected, the application may request a
business service context 168 from the Service Context Data Server
804, as described above. In such an embodiment, once the business
service context 168 has been received, it may be displayed via a
service context UI 122, as described above.
[0154] FIG. 10e is a diagram of an example embodiment of a user
interface (UI) 1094 in accordance with the disclosed subject
matter. In one embodiment, the UI 1095 may display a business
service context within or on a mobile computing device 802. In some
embodiments, this UI 1095 may be referred to as the Service Context
Summary View. In such an embodiment, further UI elements may also
be displayed
[0155] In the illustrated embodiment, the UI 1095 may display via a
UI element 1054 (e.g., a tile bar or header) which business service
804 the business service context is associated with. Further the UI
1095 may include an element 1052 to display the service context or
a portion thereof.
[0156] In various embodiments, various UI elements 1058 may be
configured to cause the mobile device 802 to display other portions
of the service context or retrieve and display other service
contexts. Examples of such displays are discussed below in
reference to FIGS. 10a-10h. These UI elements 1058 may effectively
cause the mobile device 802 to display the sub-views, as described
above, and may result in the displaying various embodiments, such
as, a list view configured to display additional inform regarding
the service in an alternate format. In various embodiments, various
UI elements or views may focus on various aspects of the selected
business service. It is understood that the above are merely a few
illustrative examples to which the disclosed subject matter is not
limited. In another embodiment, the UI elements 1058 may include
business service linking UI elements 1058 that cause the retrieval
and display other service contexts, as described above.
[0157] Returning to FIG. 8, in some embodiments, Service Context
Data Server 804 may include notification manager 822. In such an
embodiment, the notification manager 824 may be configured to push
or transmit an update message 812 to the application 120, OS 118,
or mobile device 802 when a predefined event occurs (e.g., a
business service 188 generates an event, such as, an incident
ticket; a message has been sent to the user 190 by another user;
etc.).
[0158] In one embodiment, the update message 812 may cause the
application 120 to automatically retrieve a service context 168 for
a business service 188 (typically a business service 188 associated
with or indicated by the update message 812). In some embodiments,
the update message 812 may cause application 120 or OS 118 to
indicate, to the user 190, that a notification message has arrived.
In various embodiments, this may occur via a UI element overlaid
upon the application 120's icon (as shown in FIG. 10a). In another
embodiment, this may occur via a pop-up windows or other UI
element. It is understood that the above are merely a few
illustrative examples to which the disclosed subject matter is not
limited.
[0159] In various embodiments, the user 190 or application 120 may
transmit update configuration messages 834 to the notification
manager 822 indicating rules or criteria for which the notification
manager 822 is to generate or transmit subsequent update messages
812. For example, such rules may include "any changes in
information for the business service associate current service
context 168", "if information (e.g., incidents, service tickets,
sales values, etc.) associated with a particular business service
188 exceed or falls below a certain threshold value", etc. It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited.
[0160] In another embodiment, the notification manager 822 may
receive notification rules from an administrator logged into or
having direct or remote access to the Service Context Data Server.
In yet another embodiment, the notification manager 822 may receive
notification rules from update configuration messages 834 sent by
other users (not illustrated). For example, a manager may update
the notification rules associated with their employees. It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited.
[0161] In one embodiment, the notification manager 822 may base the
generation of its notification or update messages 812 on, at least
in part, values or messages received from a group manager 826 that
is included by the Service Context Data Server 804. In various
embodiments, the group manager 826 may be configured to group a
plurality of users 190 together for processes of notifications,
messaging, access rights, or other processing tasks. In a preferred
embodiment, the group of users 190 may include a community that has
a common interest in some system resource(s) (e.g., business
service 188, etc.). It is understood that the above is merely one
illustrative example to which the disclosed subject matter is not
limited.
[0162] As described above, in various embodiments, the multiple
users 190 may be associated for purposes of access to a service
list 814. In such an embodiment, the service manager 824 may
determine which users 190 are part of those associations by asking
a group manager 826. Likewise, with the notification manager
822.
[0163] In various embodiments, the group manager 826 may also be
configured to distribute or transmit messages 816 to all the
members or users 190 associated with one or more groups of users
190. In another embodiment, the group manager 826 may ask or make
use of the notification manager 822 to perform the actual
transmission of the information via the update message 812.
[0164] In various embodiments, a user 190 may wish to send a
business service context 168 to another user 190, as described
above. In some embodiments, the user 190 may not just wish to send
the business service context 168 to a single other user, but to a
group of users (e.g., the user 190's team at work, etc.). Instead
of sending individual messages to each user, the user 190 or
application 120 may send a single group update message 836 to the
group manager 826.
[0165] In such an embodiment, the group manager 826 may then
forward and/or re-format and re-send the information of the message
to the various users associated with the group of users for whom
the group update message 836 was destined. In an alternate
embodiment, the group manager 826 may instead inform the
notification manager 822 that a notification event has occurred for
users associated with the group update message 836 was destined.
The group manager 826 may provide the notification manager 822 with
the information (e.g., business service context 168, etc.) included
in the group update message 836. The notification manager 822 may
then send out an update message 812 to the various users.
[0166] For example, a business service 188 may generate a
notification event (e.g., a critical hardware failure, etc.) that
the notification manager 822 deems to be warrant the transmission
of an update message 812. The notification manager 822 may check
its internal business service-to-user associations and determine
that a group of administrative users (e.g., administrators working
for Boss Bob, etc.) should receive the update message 812. In
various embodiments, the update message 812 may include a business
service context 168 or a DB query result 166 the associated
business service 188.
[0167] In one embodiment, the notification manager 822 may maintain
a list of the affected users. In another embodiment, the
notification manager 822 may simply know that the group should
receive the update message 812 and may ask the group manager 826
for the specific users 190 included in the group. In yet another
embodiment, the notification manager 822 may transmit an update
message 812 to the group manager 826 (e.g., as a group update
message 836, etc.). The group manager 826 may then essentially
forward the update message 812 as a group message 816 to the
affected users 190 of the targeted group of users.
[0168] In one example embodiment, the user, for example, Jane (as a
member of the target group) or Jane's mobile device may receive the
update message 812 or group message 816 (depending upon the
embodiment). The OS 118 or application 120 may provide a GUI
element that indicates that Jane has received a notification or
message. Jane may then check this message and view the business
service context 168 that informs her that a piece of hardware has
failed (in this example). Other users of the group who also receive
the update message 812 may include, for purposes of this example,
Boss Bob, Dick, and Sally.
[0169] Jane may be the "on-call" administrator during this event.
Jane may then replace or repair the piece of hardware and restore
the business service 188. Jane may then send a group update message
836 (targeted to the group of administrators working for Boss Bob)
that says that "Jane has fixed everything and everything is
OK".
[0170] The group manager 826 may receive this group update message
836 and either forward it as a group message 816 or ask the
notification manager to send the information the message 836
includes as an update message 812 (depending upon the embodiment)
to the targeted group. Boss Bob may receive the message 836
similarly to that described above and may rest easy knowing Jane
has fixed everything. It is understood that the above is merely one
illustrative example to which the disclosed subject matter is not
limited.
[0171] In various embodiments, the group update message 836, group
message 816, and/or update message 812 may include text messages
and/or binary messages (e.g., pictures, service contexts 168,
etc.). In various embodiments, these messages may adhere to
predefined protocol (e.g., notification message related to the
mobile device's OS 118, email format, text messaging format, etc.).
It is understood that the above are merely a few illustrative
examples to which the disclosed subject matter is not limited.
[0172] In various embodiments, the group update message 836 may
allow a user 190 to add or remove themself or other users from
various groups and/or perform various other management functions
(e.g., set permissions, set business service associations,
etc.).
[0173] In some embodiments, the notification manager 822, service
manager 824, and/or the group manager 826 may make use of a
publish-subscribe model of distribution of their respective
messages. In another embodiment, the managers 822, 824, and/or 826
may broadcast their respective messages and the application 120 or
OS 118 may be configured to filter out messages as needed. It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited.
[0174] FIG. 9 is a flow chart of an example embodiment of a
technique 900 in accordance with the disclosed subject matter. In
various embodiments, the technique 900 may be used or produced by
the systems such as those of FIG. 1, 3, or 8. Although, it is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited. It is understood
that the disclosed subject matter is not limited to the ordering of
or number of actions illustrated by technique 900.
[0175] FIG. 9 illustrates one possible form of a user's interaction
with an application executed by a mobile device that is configured
to display a business context service, as described above. It is
understood that other interactions with the application and
operations performed by the application are possible. Some of the
user interfaces which support these operations and interactions are
described in more detail below.
[0176] Block 902 illustrates that, in one embodiment, a business
service context application may be executed on or by a mobile
device, as described above. In such an embodiment, the application
may be configured to have a single purpose, retrieving and
displaying business service contexts. In another embodiment, the
application may provide a richer functionality (e.g., an IT
management application) that also supports the retrieval and
display of a business service context, as described above. In
various embodiments, one or more of the action(s) illustrated by
this Block may be performed by the apparatuses or systems of FIG.
1, 3, or 8, the application of FIG. 1, 3, or 8, as described
above.
[0177] FIG. 10a is a diagram of an example embodiment of a user
interface (UI) 1091 in accordance with the disclosed subject
matter. In various embodiments, the UI element 652 may cause the
application to be launched (or executed by the mobile device) or
brought to the foreground of the mobile device's UI (in embodiments
that include a multi-tasking operating system). It is understood
that the above is merely one illustrative example to which the
disclosed subject matter is not limited.
[0178] Block 904 illustrates that, in one embodiment, the
application may be configured to display a list of business
services, as described above. In some embodiments, the application
may automatically retrieve the list of business services, or, in
another embodiment, the user may manually enter one or more
business services, as described above. In various embodiments, one
or more of the action(s) illustrated by this Block may be performed
by the apparatuses or systems of FIG. 1, 3, or 8, the application
of FIG. 1, 3, or 8, as described above.
[0179] FIG. 10b is a diagram of an example embodiment of a user
interface (UI) 1092 in accordance with the disclosed subject
matter. In one embodiment, the UI 1092 may display a list 1022 of
business services about which the user may request a business
service context. In one embodiment, the UI 1092 may include a UI
element 1024 (e.g., a button, etc.) via which the user may start
another UI (e.g., UI 1094 of FIG. 10d) that allows a user to
manually enter or add another business service. In one embodiment,
the UI 1092 may include a UI element 1026 (e.g., a button, etc.)
via which the user may start another UI (e.g., UI 1093 of FIG. 10c)
that allows a user to edit the list of business services.
[0180] As described above, in various embodiments, the user may
wish to edit or manipulate the list of business services. In such
an embodiment, the user may select an UI element 1026 and be
provided with a UI (e.g., UI 1093 of FIG. 10c) that allows a user
to edit the list of business services.
[0181] FIG. 10c is a diagram of an example embodiment of a user
interface (UI) 1093 in accordance with the disclosed subject
matter. In such an embodiment, the UI 1093 may provide a user with
a way to edit the list of business services. In some embodiments,
this editing may include adding a business service, deleting a
business service, altering the order or hierarchy of the list of
business services, etc.
[0182] In various embodiments, the UI 1093 may include one or more
UI elements 1032 (e.g., buttons, a touch-n-drag region, etc.) by
which the user may re-order the business services within the list.
In some embodiments, the list of business services may include a
hierarchical organization (e.g., folders, etc.). In such an
embodiment, the user may re-order or re-arrange the business
services within such a hierarchy.
[0183] In various embodiments, the UI 1032 may include a UI element
1034 that, when selected, allow a user to delete or remove a
business service from the list of business services. In one
embodiment, the UI 1032 may include a UI element 1036 that allows a
user to add or manually enter one or more business services. In one
embodiment, this may cause the UI 1094 of FIG. 10d to be displayed.
In another embodiment, this may allow a user to select a list of
business services from a plurality of lists, for example, that are
available on the Service Context Data server of FIG. 8, another
remote computing device, or are stored within the mobile
device.
[0184] In one embodiment, the UI 1093 may include a UI element 1034
(e.g., button, pull down menu, etc.) that indicates that the user
wishes to save the entered business service to the list of business
services. In various embodiments, once the changes or alterations
to the list of business services has been made, the list (or the
edits thereof) may be transmitted back to the Service Context Data
server or a remote server for storage and/or future
synchronization. It is understood that the above are merely a few
illustrative examples to which the disclosed subject matter is not
limited.
[0185] As described above, in another embodiment, the user may wish
to r to manually enter or add another business service. In such an
embodiment, the user may select the UI element 1024 of FIG. 10b or
the UI element 1036 of FIG. 10c.
[0186] FIG. 10d is a diagram of an example embodiment of a user
interface (UI) 1094 in accordance with the disclosed subject
matter. In such an embodiment, the UI 1094 may provide a user with
a way to manually add a business service to the list of business
services. In some embodiments, if no list of business services
exists or is known to the application, a UI 1094 may be used in
order for the user to manually enter a desired business service. In
another embodiment, the UI 1094 may be used to enter or accept a
business service that is communicated to the user (e.g., via a
message from a another user, etc.) or if the user becomes aware of
a business service by some out-of-bounds means.
[0187] In various embodiments, the UI 1094 may include one or more
UI elements 1042 (e.g., text fields, buttons, virtual keyboard,
etc.) by which the user may enter or select a business service. In
various embodiments, fields to be entered may include, but are not
limited to, the name of the business service, an identifier
associated with the business service, a network address of the
business service, any identification or authentication credentials
(e.g., username, password, etc.) that are associated with the user
or would give the user access to the business service, etc. In one
embodiment, the UI 1094 may include a UI element 1044 (e.g.,
button, pull down menu, etc.) that indicates that the user wishes
to save the entered business service to the list of business
services. In various embodiments, the UI element 1044 or other UI
elements may allow a user to clear the fields of UI elements 1042,
place predefined values (e.g., authentication credentials, domain
information, etc.) within the fields of UI elements 1042, etc. In
various embodiments, other UI elements may be included by UI
1094.
[0188] Returning to FIG. 9, Block 906 illustrates that, in one
embodiment, a user may cause a mobile computing device to select a
business service from a plurality or list of possible business
services, as described above. In various embodiments, one or more
of the action(s) illustrated by this Block may be performed by the
apparatuses or systems of FIG. 1, 3, or 8, the application of FIG.
1, 3, or 8, as described above.
[0189] As described above, in various embodiments, the application
may display a list of business services from which the user may
select a particular business service. Using that selected business
service, the application may then automatically request from a
database a business service context associated with the selected
business service, as described above.
[0190] Block 908 illustrates that, in one embodiment, the mobile
computing device may receive a request from a user to display at
least a portion of a business service context regarding a business
service, as described above. In some embodiments, this may include
launching the application. In various embodiments, one or more of
the action(s) illustrated by this Block may be performed by the
apparatuses or systems of FIG. 1, 3, or 8, the application of FIG.
1, 3, or 8, as described above.
[0191] Block 910 illustrates that, in one embodiment, that the
mobile device may query a database for a business service context
of the select business service, and receiving in response an
aggregated database result regarding the business service that
include the requested business service context, as described above.
In various embodiments, one or more of the action(s) illustrated by
this Block may be performed by the apparatuses or systems of FIG.
1, 3, or 8, the application of FIG. 1, 3, or 8, as described
above.
[0192] Block 912 illustrates that, in one embodiment, the mobile
device may display a graphical user interface (GUI) on the mobile
device that displays at least a portion of the information included
by the business service context, as described above. In various
embodiments, one or more of the action(s) illustrated by this Block
may be performed by the apparatuses or systems of FIG. 1, 3, or 8,
the application of FIG. 1, 3, or 8, as described above.
[0193] In one embodiment, the GUI may be similar to the UI 1095 of
FIG. 10e, as described above. In another embodiment, the GUI may be
similar to the UI 1096 of FIG. 10f, as described below.
[0194] FIG. 10e is a diagram of an example embodiment of a user
interface (UI) 1095 in accordance with the disclosed subject
matter. In such an embodiment, the UI 1095 may provide a user with
a summary view of the business service context. It is understood
that the above is merely one illustrative example to which the
disclosed subject matter is not limited.
[0195] In one embodiment, the UI 1095 may include a UI element 1054
(e.g., a label, a title bar, etc.) that displays the business
service associated with the current business service context (e.g.,
"BusinessService1", etc.).
[0196] In such an embodiment, the UI 1095 may include one or more
UI elements 1052 that provide detailed information about a portion
of the business service context. In the illustrated embodiment, a
user can see that the business service "BusinessService1" has an
attribute called "Incidents" and that there are 4 "Incidents". In
one embodiment, by selecting one of the UI elements 1058 the user
may cause the UI 1096 of FIG. 10f to be displayed. It is understood
that the above is merely one illustrative example to which the
disclosed subject matter is not limited.
[0197] In one embodiment, the UI 1095 and other UIs may include a
UI element 1056 that facilitates the user sending or transmitting
the business service context or a portion thereof to another user
or group of users. In various embodiments, this UI element 1056 may
execute an email or other messaging program to which the business
service context (or portion thereof) is automatically attached or
entered into. In another embodiment, the UI element 1056 may cause
another UI to be shown that allows a user to select one or more
users or devices to transmit the message to. In various
embodiments, the message may include a group update message, as
described above. It is understood that the above are merely a few
illustrative examples to which the disclosed subject matter is not
limited.
[0198] As described above, in one embodiment, a user may be able to
move or switch from the UI 1095 of FIG. 10e to the UI 1096 of FIG.
10f via the UI element 1058 of FIG. 10e. It is understood that the
above are merely a few illustrative examples to which the disclosed
subject matter is not limited.
[0199] FIG. 10f is a diagram of an example embodiment of a user
interface (UI) 1096 in accordance with the disclosed subject
matter. In one embodiment, the UI 1096 may display a detailed view
of business service context within or on a mobile computing device.
In some embodiments, this UI 1096 may be referred to as the Service
Context List View. In such an embodiment, further UI elements may
also be displayed
[0200] In the illustrated embodiment, the UI 1096 may display via
UI element 1064 (e.g., a tile bar or header, etc.) which business
service the business service context is associated with (e.g.,
"BusinessService1", etc.). Further the UI 1095 may include an
element 1066 to display the service context or a portion
thereof.
[0201] In various embodiments, various UI elements 1062 may be
configured to cause the mobile device to display other portions of
the service context or retrieve and display other service contexts.
These UI elements 1062 may effectively cause the mobile device to
display the sub-views, as described above, and may result in the
displaying various embodiments, such as, a detail view configured
to display additional inform regarding the service in an alternate
format. In various embodiments, various UI elements or views may
focus on various aspects of the selected business service. It is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited. In another
embodiment, the UI elements 1062 may include business service
linking UI elements 1062 that cause the retrieval and display other
service contexts, as described above.
[0202] As described above, in various embodiments, the UI elements
1062 may cause the mobile device to display another UI that
provides or displays further detail regarding the business context
information. In some embodiments, the information included in the
business context may be hierarchical in nature. In one such
embodiment, the UI element 1062 may cause an UI such as UI 1097 of
FIG. 10g to be displayed.
[0203] FIG. 10g is a diagram of an example embodiment of a user
interface (UI) 1097 in accordance with the disclosed subject
matter. In such an embodiment, the UI 1097 may provide a user with
a very detailed view of a portion of the information included by
business service context (e.g., the "Incident1" portion of the
"BusinessService1" context, etc.). It is understood that the above
is merely one illustrative example to which the disclosed subject
matter is not limited.
[0204] In such an embodiment, the UI 1097 may include one or more
UI elements 1072 to display detailed information regarding the
service context or a portion thereof, displayed by UI 1076. The UI
element 1064 may be configured to display current portion of the
business service context (now "Incident1") being displayed. In
addition, in various embodiments, the UI 1097 may include a UI
element 1076 that allows or facilitates the return or retrieval of
the prior portion of hierarchical level of the business service
context (e.g., "BusinessService1"). In such an embodiment, the user
may navigate between multiple portions of the business service
context. In the illustrated embodiment, the navigation may be
simply "up or down", but in other embodiments lateral or sideways
or even more complex navigation between interrelated business
service context portions may be possible.
[0205] Returning to FIG. 9, Block 914 illustrates that, in one
embodiment, that the mobile device may display a GUI on the mobile
device that shows a list of additional business service contexts
that are associated with the current business service context. As
described above, in some embodiments, this GUI may be included as a
GUI similar to UIs 1095 of FIG. 10e, 1096 of FIG. 10f or 1097 of
FIG. 10g; however, it is understood that the above are merely a few
illustrative examples to which the disclosed subject matter is not
limited. In various embodiments, one or more of the action(s)
illustrated by this Block may be performed by the apparatuses or
systems of FIG. 1, 3, or 8, the application of FIG. 1, 3, or 8, as
described above.
[0206] As described above, in various embodiments, notifications or
messages may be pushed or sent to a user or a mobile device. In
such an embodiment, the receipt of such a message may be indicated
to the user. In various embodiments, this may be done via the
operating system of the mobile device.
[0207] FIG. 10h is a diagram of an example embodiment of a user
interface (UI) 1098 in accordance with the disclosed subject
matter. In such an embodiment, the UI 1084 may provide a user with
an indication of any new messages or notifications that have been
pushed or transmitted to the mobile device, as described above. It
is understood that the above is merely one illustrative example to
which the disclosed subject matter is not limited.
[0208] In one embodiment, the business service context application
may include or be associated with an icon or UI element 1012. In
various embodiments, the UI element 1012 may cause the application
to be launched (or executed by the mobile device) or brought to the
foreground of the mobile device's UI (in embodiments that include a
multi-tasking operating system). It is understood that the above is
merely one illustrative example to which the disclosed subject
matter is not limited.
[0209] In various embodiments, when the mobile device receives a
notification or update message from a remote computing device, the
application or operating system of the mobile device may cause a UI
element 1084 to be shown or available to the user. In such an
embodiment, the UI element 1084 may indicate that an update message
or notification has been received. In the illustrated embodiment,
the UI element 1084 may include a graphic (e.g., a number
indicating the number of messages received, etc.) included with or
overlaid upon the UI element or icon 1012. In another embodiment,
another form or UI element 1084 may be employed (e.g., pop-up
window, transient panel, sound, etc.).
[0210] In some embodiments, once the user selects or actives the
application (e.g., by selecting the UI element 1012, etc.), when
the application is associated with one or more notifications, a UI
may be presented or displayed to the user that shows the pending or
current notifications. In one embodiment, if there is only a single
pending or unread notification, a UI may be displayed that
immediately shows the user the pending notification. In one
embodiment, in which the notification includes a text (or other)
message, the UI may display the message. In another embodiment, in
which the notification includes a business service context, the UI
may display the business service context. It is understood that the
above are merely a few illustrative examples to which the disclosed
subject matter is not limited.
[0211] FIG. 11 is a flow chart of an example embodiment of a
technique 1100 in accordance with the disclosed subject matter. In
various embodiments, the technique 1100 may be used or produced by
the systems such as those of FIG. 1, 3, 5a, or 8. Although, it is
understood that the above are merely a few illustrative examples to
which the disclosed subject matter is not limited. It is understood
that the disclosed subject matter is not limited to the ordering of
or number of actions illustrated by technique 1100.
[0212] Block 1102 illustrates that, in one embodiment, at least a
portion of a business service context regarding a business service
may be requested by a mobile device, as described above. In various
embodiments, requesting may include retrieving and/or displaying a
list of business services, as described above. In such an
embodiment, the user may select one of these business services. In
response to the selection the mobile device may then request the
respective business service context, as described above. In various
embodiments, the user may manually add a business service to the
list, as described above. In another embodiment, the user may
manually edit the list of business services, as described above. In
various embodiments, one or more of the action(s) illustrated by
this Block may be performed by the apparatuses or systems of FIG.
1, 3, 5a, or 8, or the mobile computing device or the network
interface of FIG. 8, as described above.
[0213] Block 1104 illustrates that, in one embodiment, an
aggregated database result regarding the business service may be
received from a database, as described above. In various
embodiments, the aggregated database result may include the
requested business service context, as described above. In some
embodiments, the business service context may include information
from a plurality of applications, as described above. In one
embodiment, receiving may include receiving the aggregated database
result as part of a single database query transaction, as described
above. In such an embodiment, the aggregated database result may be
provided by an at least partially virtual database that virtualizes
database fields whose field values are provided by the plurality of
other applications, as described above. In various embodiments, one
or more of the action(s) illustrated by this Block may be performed
by the apparatuses or systems of FIG. 1, 3, 5a, or 8, or the mobile
computing device or the network interface of FIG. 8, as described
above.
[0214] Block 1106 illustrates that, in one embodiment, a graphical
user interface element may be displayed that displays at least a
portion of the information included by the business service
context, as described above. In various embodiments, displaying may
include displaying a first portion of the information included by
the business service context, as described above. In another
embodiment, displaying may include displaying a business service
linking user interface element that when selected causes a second
business service context to be created and displayed, wherein the
second business service context is associated with a second
business service indicated by the business service linking user
interface element, as described above. In various embodiments, one
or more of the action(s) illustrated by this Block may be performed
by the apparatuses or systems of FIG. 1, 3, 5a, or 8, or the mobile
computing device or the monitor of FIG. 8, or the user interfaces
of FIGS. 10a-10h, as described above.
[0215] Block 1108 illustrates that, in one embodiment, in response
to a user indicating that the user wishes to view more information
regarding at least one aspect of the business service context,
displaying a second portion of information included by the business
service context, as described above. In various embodiments, one or
more of the action(s) illustrated by this Block may be performed by
the apparatuses or systems of FIG. 1, 3, 5a, or 8, or the mobile
computing device or the monitor of FIG. 8, or the user interfaces
of FIGS. 10a-10h, as described above.
[0216] Block 1122 illustrates that, in one embodiment, a message
may be transmitted to a remote computing device that causes a user
of the mobile computing device to be associated with a business
service, as described above. In various embodiments, the message
may instead cause the user to be associated with a group of users,
as described above. In another embodiment, transmitting may include
transmitting a message to the remote computing device that causes
the user to be associated with a group of users, wherein the group
of users is associated with at least one business service, as
described above. In various embodiments, one or more of the
action(s) illustrated by this Block may be performed by the
apparatuses or systems of FIG. 1, 3, 5a, or 8, or the mobile
computing device or the network interface of FIG. 8, as described
above.
[0217] Block 1124 illustrates that, in one embodiment, a
notification from the remote computing device may be received when
or in response to at least one predefined event regarding the
associated business service has occurred, as described above. In
various embodiments, receiving may include receiving, from a
database, an aggregated database result regarding the business
service, wherein the aggregated database result includes a second
business service context, as described above. In various
embodiments, one or more of the action(s) illustrated by this Block
may be performed by the apparatuses or systems of FIG. 1, 3, 5a, or
8, or the mobile computing device or the network interface of FIG.
8, as described above.
[0218] Block 1142 illustrates that, in one embodiment, at a user's
request, at least a portion of the information included by the
business service context may be transmitted from the mobile
computing device to a second computing device, as described above.
In various embodiments, the second computing device may include a
mobile computing device, as described above. In some embodiments,
transmitting may include instructing a remote computing device to
provide the portion of the information included by the business
service context to a second user, as described above. In some
embodiments, the second user may be associated with the second
computing device, as described above. In various embodiments, one
or more of the action(s) illustrated by this Block may be performed
by the apparatuses or systems of FIG. 1, 3, 5a, or 8, or the mobile
computing device or the network interface of FIG. 8, as described
above.
[0219] Implementations of the various techniques described herein
may be implemented in digital electronic circuitry, or in computer
hardware, firmware, software, or in combinations of them.
Implementations may be implemented as a computer program product,
i.e., a computer program tangibly embodied in an information
carrier, e.g., in a machine-readable storage device or in a
propagated signal, for execution by, or to control the operation
of, data processing apparatus, e.g., a programmable processor, a
computer, or multiple computers. A computer program, such as the
computer program(s) described above, can be written in any form of
programming language, including compiled or interpreted languages,
and can be deployed in any form, including as a stand-alone program
or as a module, component, subroutine, or other unit suitable for
use in a computing environment. A computer program can be deployed
to be executed on one computer or on multiple computers at one site
or distributed across multiple sites and interconnected by a
communication network.
[0220] Method steps may be performed by one or more programmable
processors executing a computer program to perform functions by
operating on input data and generating output. Method steps also
may be performed by, and an apparatus may be implemented as,
special purpose logic circuitry, e.g., an FPGA (field programmable
gate array) or an ASIC (application-specific integrated
circuit).
[0221] Processors suitable for the execution of a computer program
include, by way of example, both general and special purpose
microprocessors, and any one or more processors of any kind of
digital computer. Generally, a processor will receive instructions
and data from a read-only memory or a random access memory or both.
Elements of a computer may include at least one processor for
executing instructions and one or more memory devices for storing
instructions and data. Generally, a computer also may include, or
be operatively coupled to receive data from or transfer data to, or
both, one or more mass storage devices for storing data, e.g.,
magnetic, magneto-optical disks, or optical disks. Information
carriers suitable for embodying computer program instructions and
data include all forms of non-volatile memory, including by way of
example semiconductor memory devices, e.g., EPROM, EEPROM, and
flash memory devices; magnetic disks, e.g., internal hard disks or
removable disks; magneto-optical disks; and CD-ROM and DVD-ROM
disks. The processor and the memory may be supplemented by, or
incorporated in special purpose logic circuitry.
[0222] To provide for interaction with a user, implementations may
be implemented on a computer having a display device, e.g., a
capacitive touchscreen, a restive touchscreen, or a liquid crystal
display (LCD) monitor, for displaying information to the user and a
keyboard and/or a pointing device (e.g., a mouse, a trackball, a
touchscreen, etc.), by which the user can provide input to the
computer. Other kinds of devices can be used to provide for
interaction with a user as well; for example, feedback provided to
the user can be any form of sensory feedback, e.g., visual
feedback, auditory feedback, or tactile feedback; and input from
the user can be received in any form, including acoustic, speech,
or tactile input.
[0223] Implementations may be implemented in a computing system
that includes a back-end component, e.g., as a data server, or that
includes a middleware component, e.g., an application server, or
that includes a front-end component, e.g., a client computer having
a graphical user interface or a Web browser through which a user
can interact with an implementation, or any combination of such
back-end, middleware, or front-end components. Components may be
interconnected by any form or medium of digital data communication,
e.g., a communication network. Examples of communication networks
include a wired or wireless local area network (LAN), a wide area
network (WAN), e.g., the Internet, or a cellular network.
[0224] While certain features of the described implementations have
been illustrated as described herein, many modifications,
substitutions, changes and equivalents will now occur to those
skilled in the art. It is, therefore, to be understood that the
appended claims are intended to cover all such modifications and
changes as fall within the scope of the embodiments.
* * * * *